Delivery Charges & Options
FREE STANDARD DELIVERY ON ALL ORDERS (WORTH £2.95).
AUTOMATICALLY DEDUCTED AT CHECKOUT.
UK delivery options (orders placed Monday to Friday excluding Bank Holidays)
Option one - Standard Delivery
Delivery within 2-5 working days.
Free on all orders – our treat!
Option two - Named Day Delivery
Delivery on the day selected by the customer.
£4.95
Option three - Next Day Delivery
Delivery the following working day.Orders must be placed by 12 noon.
£6.50
Option four - Next Day Delivery AM
Delivery by 12 noon the following working day. Orders must be placed by 12 noon.
£8.00
Option five - Saturday Delivery
Delivery Saturday.
Orders must be placed by 12 noon on a "working Friday" to guarantee Saturday delivery.
If the order is placed after 12 noon, it will be delivered the following Saturday.
£10.50
Across the delivery options available on our website, we currently reach an average rate of 98% success.
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Delivery Rules & Restrictions
We will deliver the goods in accordance with the delivery option selected by you during the order process.
UK mainland orders received by 12 noon, Monday to Friday will be dispatched the same day for next working day delivery, (excluding Saturday & Sunday). For the standard delivery option (2-5 working days, excluding Saturday & Sunday) your order will be dispatched to meet this option. To track your order, please refer to the tracking link that will be sent to you on your dispatch e-mail.
Delivery on a date of your choice, Monday to Friday, subject to availability and excluding public holidays. Delivery to Northern Ireland, Scottish Highlands, islands, Aberdeen and other rural areas will be within 2 working days of your selected named day. Please note: Some deliveries to Northern Ireland could be delayed by Irish Customs.
We apologise in advance for any inconvenience this may cause our customers.
Yodel is a premium delivery service that offers flexibility to you. On average around 50% of households are empty between 10am and 4pm, therefore we have local couriers that operate between 7.30am and 9pm to provide re-deliveries at a more convenient time. Simply call the phone number on the 'Failed Delivery Card' to arrange a time of delivery that suits you. Please contact us on 0800 054 2988 if you have any problems with arranging re-delivery. Alternatively Yodel will also deliver to a neighbour if you are not at home.
Orders are processed for delivery on working days only (Monday through Friday, excluding bank holidays).
Any delivery timescales quoted to you are indicative only. Orders may be delivered in one or more delivery.
Bobbi Brown does not accept any liability whatsoever for delayed delivery caused by any third party. As soon as you have received the goods, you will assume all risk in the goods. Upon delivery of the goods to you, we will also provide you with sufficient details to enable you to:
a) exercise your right of cancellation; and
b) address any intended cancellation or complaints to the correct place of business.
All orders require a signature upon delivery. If you are not there to sign for your order, our delivery company will leave a telephone number for you to call to make alternative arrangements. To ensure secure and undamaged delivery of your order, our delivery company will not be able to leave your order 'hidden' at the address.
We will take all reasonable care to deliver to the address given. However we will not be liable for non-delivery or mis-delivery as a result of incorrect data entry.
Delivery Addresses
To ensure that there are no mistakes with addresses and to check that our delivery company has all the correct details, we use a system that verifies your address using your postcode.
We are unable to process orders to a P.O Box address.
We're sorry Bobbi Brown only delivers online orders to UK addresses (excluding the Channel Islands).
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Returns & Exchanges
Bobbi Brown UK Online Returns Policy & Procedure
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund within 14 working days from delivery.
Within the order packaging, you will find a Returns Note with details of your order together with details of our returns process. If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by calling our Customer Services Team on: 0800 054 2988 (Monday to Friday 9am - 6pm, Saturday 9am - 5pm).
If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.
If you require a refund we will refund the price paid by you for the goods (exclusive of the initial delivery charge) within thirty (30) days of receiving your returned goods, provided that you have returned the goods to us in their original condition at our distribution centre within 14 working days of delivery.
Refunds will only be made against the original credit/debit card used.
If you cancel your order but do not return such goods to us within 14 working days, we shall be entitled to collect such goods from you and to charge you for the direct costs of collecting the goods. You should note these charges (which may be deducted from a refund) are likely to exceed the costs of you returning the goods. Until such goods are returned to us, you are obliged to exercise all reasonable care to store the cancelled goods safely and in appropriate conditions.
Please Note: We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification.
Damaged/Faulty/Incorrect items
If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.
Please notify us immediately by calling our Customer Service Team on 0800 054 2988 (Monday to Friday 9am - 6pm, Saturday 9am - 5pm).
To assure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier.
This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location.
Returns for purchases made online will not be accepted for return or exchange at a Bobbi Brown Counter.
Your statutory rights remain unaffected.
The Returns Process
You can now choose to return your order for free via Collect+. There are over 4500 locations nationwide offering Collect+, most of which are open early until late, 7 days a week, making returns more convenient for you.
To return your order:
STEP 1. – Completing the Necessary Documentation
Complete the Returns Note enclosed in your order with all required information. If you have not received this document, please contact Customer Services on 0800 054 2988 (Monday to Friday 9am - 6pm, Saturday 9am - 5pm) or by emailing us at infobb@bobbi-brown.co.uk with your order details.
You can now return your parcel for free by using Collect+. Visit www.collectplus.co.uk/bobbibrown to find your nearest store and print your returns label. You will need your order number and an email address. Simply print and attach your label to your parcel. Carriage and charges for parcels not sent via Collect+ are the responsibility of the customer.
STEP 2. – Returning the Product
Please note that we cannot accept returned goods that we reasonably believe have been used. Goods must be returned to us in their original condition at our distribution centre within 14 working days of delivery. Please ensure that the returned parcel is properly sealed.
If you return your parcel via Collect+ you will receive proof of postage and a code to track your return online (track at wwww.collectplus.co.uk/track/new).
However you return your parcel, please retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
STEP 3. – Processing the Refund
If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your returned goods provided that you have returned the goods to us in their original condition at our distribution centre within 14 working days from delivery. You will receive email notification of your refund from our Customer Service Team.
If you have requested an exchange or replacement on your Returns note, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery. Free Delivery & Returns on Foundations, Concealers, Correctors and Powders Not happy with your shade? For a limited period you can return your Bobbi Brown Foundations, Concealers, Correctors and Powders to get a refund or exchange and we’ll cover the cost of delivering you a replacement even if you’ve tried the products.*
If for any reason you are not happy with your Foundation, Concealer, Corrector or Powder purchase on Bobbibrown.co.uk, you may return the unused portion to us , and, if you use Collect Plus, you will be able to return your parcel for free.
• If your purchase is eligible for free replacement delivery, please fill out the Returns Note enclosed in your original order (indicating whether you want a refund or a replacement product) and place it inside the return package and follow the Returns Process detailed above.
• If you choose to order a replacement item which is the same price as the item you originally ordered, then we will send you your replacement item without any additional delivery cost. If you choose to order a replacement item which is a different price to the item you originally ordered, we will contact you to confirm that your order has been refunded and to arrange payment for the replacement product.
*Offer is only available on Bobbibrown.co.uk orders placed on or after to August 1st, 2012 and before 1st February 2013 and returned before 15/02/2013. This offer is intended to permit a customer to use a small amount of a product to establish if they are happy with the shade, we reserve the right to cancel any order that in our reasonable opinion demonstrates an abuse or ineligible use of this offer. Offer is subject to availability. Please note Pro Members are not eligible for promotional offers. This promotion does not affect your rights under applicable law or under our standard returns policy.
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